IBM Watson Care Manager
Watson Care Manager is a cloud-based care management solution to help organisations to focus on individual-centred care. Care teams can capture and assess structured and unstructured information, select targeted programs, and create individualized care plans. Care plans can be adjusted to address changing biological, psychological, social, and functional needs.
Features
- Care Management
- Analytics
- Reporting realtime and analytical
- eMarketplace
- Multi Disciplinary Teams
Benefits
- Person centred
- Holistic view of an individual
- Natural Language Processing of unstructured data
- Cognitive processing
- GDPR Compliant
- Mobile - Responsive Web Design
- Single Sign On, SAML V2, Compliant
Pricing
£0.75 a person a month
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 11
Service ID
5 1 2 9 0 9 1 2 5 9 2 3 4 1 5
Contact
IBM United Kingdom Ltd
Anne-Marie Wheeler
Telephone: Please email
Email: ukcat@uk.ibm.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Public cloud
- Service constraints
- The offering does have limited maintenance windows for upgrades etc. These are part of the offering SLA and will be shared upon request.
- System requirements
- None, other than listed browsers
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
IBM Support tickets have 4 Severity classifications / response times:
• Sev 1 (Critical Business Impact/Service Down) - 1 hr
• Sev 2 (Significant Business Impact) - 2 hrs
• Sev 3 (Minor Business Impact) - 4 hrs
• Sev 4 (Minimal Business Impact) - 1 day.
Severity 1 support issues are supported 24x7. To request Severity 1 support assistance outside of the regular business hours open a request via IBM Support Community as a Severity 1 incident. This will alert our Watson Health Support staff members. Other severity support is provided 8AM-5PM local time, Monday-Friday, excluding IBM holidays. - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- Web chat
- Web chat support availability
- 24 hours, 7 days a week
- Web chat support accessibility standard
- None or don’t know
- How the web chat support is accessible
- The system is designed to be accessible, however unsure of the WCAG rating
- Web chat accessibility testing
- IBM tests the help system with a broad range of assistive technologies.
- Onsite support
- Yes, at extra cost
- Support levels
-
Severity 1 : Watson Health Cloud service is down/not responding to all users.
Severity 2: Users can log in but the system is very slow to respond.
A major function of the application is not working for all users and impacting business.
Severity 3: The data returned by the service appears to be incomplete or out of date. A feature or function is not working as expected but work can continue.
Severity 4: How to add a new user to the service. A request for a change to a system feature or function (requires business approval) - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
The system is designed for public cloud and so is very intuitive.
Online training, documentation and help is available. - Service documentation
- Yes
- Documentation formats
- HTML
- End-of-contract data extraction
- IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration.
- End-of-contract process
-
Unless Client provides written notice not to renew at least 90 days prior to the term expiration date, the Cloud Service will automatically renew for the term specified in the PoE (typically 1 year).
Upon termination or expiration of the Cloud Service:
IBM will discontinue the Client’s (and any Authorized Users’) access to the Cloud Service and have no obligation to provide the Client's (and any Authorized Users, if applicable) access to the Cloud Service; and
IBM will return or destroy any PHI in accordance with the terms of the Privacy regulations. The data format for any returned data will be in a reasonable and common format with no extra charge.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari 9+
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- The user interface renders according to the device accessing it (Responsive Web Design). PC's, tablets and smart phones are supported.
- Service interface
- No
- API
- Yes
- What users can and can't do using the API
-
REST based API's are periodically published and documented via the IBM Knowledge centre.
API changes and enhancements can be requested to IBM.
Limitations are only defined by existing scope of the solution and what is best for the SaaS based solution. - API documentation
- Yes
- API documentation formats
- HTML
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- The service is highly configurable and includes but not limited to, care plans, views, data, users, access, budgets etc
Scaling
- Independence of resources
- Watson Care manager has contractual SLA's and its architecture is both highly scalable and performant.
Analytics
- Service usage metrics
- Yes
- Metrics types
- TBD
- Reporting types
- Real-time dashboards
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Developed Vetting (DV)
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
-
- United Kingdom
- European Economic Area (EEA)
- EU-US Privacy Shield agreement locations
- User control over data storage and processing locations
- Yes
- Datacentre security standards
- Complies with a recognised standard (for example CSA CCM version 3.0)
- Penetration testing frequency
- At least once a year
- Penetration testing approach
- ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
- Protecting data at rest
-
- Physical access control, complying with CSA CCM v3.0
- Physical access control, complying with SSAE-16 / ISAE 3402
- Physical access control, complying with another standard
- Encryption of all physical media
- Scale, obfuscating techniques, or data storage sharding
- Data sanitisation process
- Yes
- Data sanitisation type
- Explicit overwriting of storage before reallocation
- Equipment disposal approach
- Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001
Data importing and exporting
- Data export approach
- Data exports can be performed via the reporting tools (Cognos).
- Data export formats
- Other
- Other data export formats
- Custom
- Data import formats
- Other
- Other data import formats
- REST APIs
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Other
- Other protection between networks
- IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
Availability and resilience
- Guaranteed availability
-
IBM strives to attain the highest possible availability for Watson Care Manager and supports an availability and compensation model.
< 99.5% 2%
< 98.0% 5%
< 95.0% 10%
This is further detailed in the service description. - Approach to resilience
- Available on request
- Outage reporting
- A public dashboard displaying system outage.
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Username or password
- Access restrictions in management interfaces and support channels
- IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- 2-factor authentication
- Identity federation with existing provider (for example Google Apps)
- Username or password
Audit information for users
- Access to user activity audit information
- Users contact the support team to get audit information
- How long user audit data is stored for
- Between 1 month and 6 months
- Access to supplier activity audit information
- Users contact the support team to get audit information
- How long supplier audit data is stored for
- Between 1 month and 6 months
- How long system logs are stored for
- Between 1 month and 6 months
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Bureau Veritas
- ISO/IEC 27001 accreditation date
- 30/11/2015
- What the ISO/IEC 27001 doesn’t cover
- The infrastructure and platform this offering is run on is ISO/IEC 27001 compliant. The current SaaS application is not compliant.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Other security certifications
- No
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- ISO/IEC 27001
- Information security policies and processes
- IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months. IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.
Operational security
- Configuration and change management standard
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Configuration and change management approach
- IBM maintains policies and procedures to manage risks associated with the application of changes to its Cloud Services. Prior to implementation, all changes to a Cloud Service, including its systems, networks and underlying components, will be documented in a registered change request that includes a description and reason for the change, implementation details and schedule, a risk statement addressing impact to the Cloud Service and its clients, expected outcome, rollback plan, and documented approval by IBM management or its authorized delegate.
- Vulnerability management type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Vulnerability management approach
- With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
- Protective monitoring type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Protective monitoring approach
- IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
- Incident management type
- Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
- Incident management approach
- IBM: -maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law. -investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan. -promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred. -provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Public sector networks
- Connection to public sector networks
- Yes
- Connected networks
-
- NHS Network (N3)
- Health and Social Care Network (HSCN)
Pricing
- Price
- £0.75 a person a month
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
- A 2 week (negotiable) period whereby a limited set of the capability can be used for evaluation. The trial version does not include integration or payment features.